Client Service Manager

Our philosophy is to understand our customers’ business first before we get to the technology.

This approach leads to clever software; streamlining old processes, saving money and delivering positive change.

Our technology has helped the NHS screen millions of babies for hearing loss, ensures hundreds of housing providers are managing their homes efficiently and helps officers in over a dozen different police forces to make better decisions at the frontline.

Based in the UK but working around the world, our 2,000 employees help improve the services that matter most.

We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide – this brings in new opportunities without limits for growth and innovation.

 

Experience (Years):

9-12 years

Industry / Technology background:

IT Client Service Management

Location: Mumbai

Working Hours:

UK Business Hours; Available 24x7

 

Role Summary:

The Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLA’s) or to reasonable endeavour performance targets (contract dependent) in line with the customer requirements, and to act as the single point of contact for escalations.

 

The core responsibilities of the role will be to:

• Responsible for ensuring end to end services provided to our Customer are functioning and meet contracted service levels and quality standards
• Will manage and develop customer relationships at senior level to maximise customer satisfaction and ensure services are in line with the customer’s IT/IS business strategy
• Responsible for the production of a Service Performance Report and attendance at Customer Service Reviews
• Responsible for the Service Credit Calculation, if applicable
• Working across the organisation to document, monitor, measure and improve services delivered to Customers through the use of Service Improvement Plans
• Be an escalation point for Service teams and the Customer ensuring correct outcomes are achieved and in line with contracted services
• Responsible for providing excellent communication to your Customer and internal to Service teams
• Accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels
• Will understand business-critical processes and how these can be impacted by service failures, ensuring that this knowledge is cascaded through the Service teams
• Contribute to the development and ongoing management of the Customer Account Plan providing Service information and contract deliverables.
• Using strong Customer relationships, identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing
• Management of risk to a point of acceptance or mitigation
• Understand and ensure adherence to corporate policy, processes, procedures and guidelines
• Minimise Service Credit liabilities through the use of Service Improvement or Risk Management
• Seek to convert clients to Reference Status (where appropriate)

 

Overall Project/Task description

The successful candidate will be required to undergo security clearance. Continuation of the role will be contingent on successfully obtaining and maintaining the required clearance.

You will be required to act as a point of escalation 24x7 in the event of a high priority incident, for which additional compensation will be provided.

Candidates should hold or be able to demonstrate the following qualifications and experience:

• Excellent English Vocabulary - Speaking and writing skills
• Experience of bespoke software applications;
• Experience of working within a structured process driven environment;
• ITIL V3 Foundation certification (minimum);
• Exposure to SIAM- desirable not essential
• Experience of development & delivery of Service Improvement Plans
• Experience of working with Mission Critical applications
• Proven Client Services Management background
• Knowledge of the various technologies used to deliver services
• Public sector knowledge specifically around the UK Police Forces

Candidates should be able to demonstrate that they are:

• Self-motivated with a desire to learn and enjoys helping people
• Logical when problem solving and able to think laterally
• Capable of communicating to technical and non technical staff unambiguously at all levels
• Willing to challenge and improve existing processes and practices
• Capable of multi-tasking and balancing complex customer and internal priorities
• Able to concisely and clearly communicate, using an excellent level of English, both verbally and in writing

 

Qualification Criteria/Work Experience

Essential:

Technologies Hands-on Experience (Years) Priority

Excellent Communication Skills using English 9+ 1

ITIL V3 Foundation 6+ 1

Production of service documentation 6+ 1

Client Service Management Exposure 6+ 1

Interpersonal Skills 8+ 1

 

Desirable:

Technologies Hands-on Experience (Years) Priority

Technology background 2+ 2

Worked with UK clients and team 4+ 1

Analytical Skills - Understand reports , Suggest Best Practices and understand patterns & Root cause Analysis 4+ 1

Used one or more ITSM tools for service management 4+ 2

Any graduate

 

NA